JOB PURPOSE

Responsible for development, deployment and management of Alternative Business Channels that is mobile, internet, card, and agency banking with an overall aim of driving the bank’s alternative business to profitability whilst delivering superior customer service, operational integrity as well as meeting regulatory requirements.

KEY RESPONSIBILITIES.

 Development and integration of all existing and new delivery channels and services considering implications of customer expectations.
 Implementation of new ABCs at Branches as well as implementation of existing ABCs in new branches
 Identify and implement opportunities for migration of customers from high-cost branch and manual transactions to alternative and lower cost channels with the objective of reducing the cost-of-service delivery bank wide.
 Ensure successful implantation of ABC through collaboration with business partners within and outside the organization.
 Provide leadership in performance management, employee development, talent management and building a work environment that drives high performance and employee satisfaction.
 Track & monitor ABCs’ progress, provide ABC update reports and pre/post implementation reports.
 Manage support on ABCs to ensure smooth operations as well as issue resolution Both onsite and offsite as well as via the Alternative Channels team.
 Identify and review product features based on internal customer feedback.
 Standardization and alignment of Alternative Channels with other business units
 Train the ABC team and end users on Alternative Channels.
 Conduct ABCs comparison with competitor offerings on services, promotions, and special offerings to ensure the bank’s ABCs are competitive and relevant.

QUALIFICATION AND EXPERIENCE REQUIREMENTS

 University graduate in a Business-related field (M).
 Certificate in project management
 3 years working experience 2 of which must be in ABC and 1 in managing teams.
 Proven leadership skills
 Strong presentation and communication skills.
 Proven ability to generate new business.
 Possess strong analytical and interpersonal skills.
 Can make prompt decisions and be independent in problem solving